SharpenCX

JUNE 28, 2023

These certainly aren’t the only call center metrics you can gather. Gartner recommends KPIs across five categories of employee engagement; quality operations; customer satisfaction; loyalty, churn, and retention; and advocacy brand reputation. Your call center reps will only be as good as the tools you equip them with.

Call Center 67

Call Center Metrics call center software Contact Center 67

Fonolo

JANUARY 31, 2023

Still have questions about call center training? What is Call Center Training? Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center.

Call Center 141

Call Center Contact Center Coaching Gamification 141

SharpenCX

JUNE 29, 2021

As a manager, you know the training game in your call center. Training is vital for productive growth , employee engagement, and a successful customer experience. Whether it’s dealing with a customer or tackling a difficult technical task in your call center software, customer service agents need to think outside the box.

Customer Service 67

Customer Service Coaching Call Center call center software 67